Patna: As IndiGo’s nationwide flight disruptions drag on, passengers are now facing a second blow: deductions in refunds when cancelling tickets booked through third-party portals. Travellers say they are being charged between Rs 200 and Rs 500 in “service fees” even when flights are cancelled by the airline itself.
With IndiGo struggling to maintain its schedule for several days, frequent cancellations and long delays have forced many passengers to withdraw or reschedule their bookings. Those who booked through online travel agencies, mobile apps or other third-party platforms say the refund deductions feel like “being penalised for no fault of their own.”
Industry experts note that most passengers today prefer booking through travel apps because they offer deals, instant confirmation and fare comparisons. But during major operational disruptions, these platforms’ non-refundable service fees are proving costly.
In contrast, passengers who purchase tickets directly from airline counters receive full refunds with no deductions if a flight is cancelled. The discrepancy has triggered widespread resentment among affected travellers.
Sunny Kumar, who operates a travel agency, said IndiGo’s continuing disruptions have triggered a surge in refund requests. “People are already frustrated, and on top of that, these third-party service fees have made them even angrier,” he said.
Travel operators warn that if IndiGo’s operational issues persist and refund policies are not reviewed, both passengers and small agencies may suffer significant financial losses. Many travellers have appealed to the Directorate General of Civil Aviation (DGCA) to intervene and prohibit the collection of service charges when cancellations are initiated by airlines.
For now, passengers caught between disrupted flights and rigid refund rules say they are paying the price twice — once in inconvenience and again in deductions.
